Terrible Customer Service, use intimidation tatics.
Apr 10, 2024 Chris C Bellingham, Washington
On the third morning of a four-day stay at The Golden Nugget in Las Vegas, we were awakened at 6AM by water coming through the ceiling and hitting a desk. It started out as a bunch of drips landing loudly on the desk—loud enough to wake us up!—and quickly turned into a flow of water.
I immediately notified staff of the problem but it took them an…
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On the third morning of a four-day stay at The Golden Nugget in Las Vegas, we were awakened at 6AM by water coming through the ceiling and hitting a desk. It started out as a bunch of drips landing loudly on the desk—loud enough to wake us up!—and quickly turned into a flow of water.
I immediately notified staff of the problem but it took them an hour to get to the room. While waiting, we cleared all of our personal possessions away from the area and put towels down. After a maintenance person arrived and looked at the damage (and the still-flowing water), he informed us we would be given another room and someone would bring up the key. This all transpired quite calmly and matter-of-factly.
Sleep was not possible for me after all this, so I went down to watch a soccer game. I was gone for three hours, but when I returned to the room, we still had not received any information or keys for the new room. I went to the front desk and they didn’t seem to have any knowledge of the water situation or our new room, but eventually they got it taken care of and gave me new keys. There was no offer to help move our luggage, so we had to pack up and move everything ourselves.
The new room smelled like a cigar lounge, even though all guest rooms at the hotel are ostensibly smoke-free. They offered to deodorize, which they did during a time that we told them we would be out of the room, and that did alleviate the smell quite a bit.
We lost about 10 hours—the better part of day—before all this was done. Not to mention being awoken at 6AM with a little mini disaster while on vacation!
When we checked out of the hotel, I described all the issues and the clerk offered to remove the resort fees for our stay. I asked to speak with the manager and waited close to an hour, but the manager never came out.
I was told the hotel could not remove any room charges because we booked through a third party—Expedia. In order to get any compensation, I was told to talk with a security manager and file a report. I waited another 45 minutes for the security manager, who then had me describe the entire situation again.
It really felt like the security manager’s role was to intimidate me. And why refer me to a manager that is not authorized to make adjustments to the hotel charges in the first place, only to have that manager never appear and then refer me to yet another manager who could also not do anything?
After all this time trying to get resolution, through multiple discussions where I never raised my voice, I did not have more time to file a report. I had a work deadline that I had to take care of. And after that we had to leave for the airport.
After returning home, I contacted Expedia and they called The Golden Nugget to seek resolution on my behalf. Once again, The Golden Nugget refused to take any action.
I was very disappointed with how we were treated, and so much of my time wasted. This is a busy hotel casino, and you would think the staff would be better able to handle issues that inevitably come up. The water problem wasn’t caused by the hotel—it was a guest that left water running so long that it damaged the room below AND the room below that—yet the hotel staff’s response to that and the follow-on events was bungled with no attempt made to remediate. You would think they would want to treat guests like, well, guests. I will never stay at the Golden Nugget again.
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